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Technology for a smarter world
At FSI, we work in collaboration with our clients to find a solution for any issues raised.
FSI Helpdesk
www.fsifm.com
How can we help?Get in contact with us to log a support call
T: (+61) 1300 956 145
W: www.fsifm.com
What do we need to help you?Your support call will be answered by one of FSI’s best and brightest, but they’ll need some info from you first:
Contact details and location
The location and description of the problem
An agreed priority
Any other relevant information
Log me in!LMI Rescue
We may ask you to show us your issue using LMI Rescue, which allows our Support Team to view the issues on your machine in real-time. We can even use it to view your machine remotely to resolve the issue.
What do you need? Internet access on the workstation with the problem
Approval from your IT Department
Out of HoursWhether it’s 2pm or 2am, our team are here to support you! Our Out of Hours Support is dedicated to Business Critical Issues only outside of the standard 8.30 to 18.00 (AEST) support times.
Out of Hours calls will be automatically transferred to the on-call FSI Support Analyst, who will work until you’re happy. If the issue remains, it will be escalated to the Support Manager or the Customer Services Director.
Non-Business Critical calls should be logged through the FSI Support Desk during the normal working hours. Contact [email protected] for more info.
BenefitsAll of our support calls are answered by real people. You will also receive:
Email confirmation
Regular updates on your issue
Email report
Access to the FSI Support Portal to log and track support issues
All Business Critical Issues are dealt with by our Senior Analysts. If your issue is not resolved within two hours of their ownership, the call is automatically escalated to the Support Manager or Customer Services Director.
Once your call is resolved, you will receive a final email detailing the resolution, along with confirmation that you are happy for your call to be closed.
Supported customers have the ability to log in via a web browser to view calls. You will receive an email report detailing the resolution, and can then confirm that you are happy for your call to be closed.
Classification Category Core Hours Response Time* Target for Resolution*
Agreed Upgrades, Software requests. Mon-Fri 2 hours N/Awith Client 8.30 to 18.00
Low ‘How To’, general requests. Mon-Fri 2 hours 7 Business Days for a workaround 8.30 to 18.00 to be identified or other action plan for resolution.
Medium General Software issues, Mon-Fri 2 hours 3 Business Days for a workaround operational software 8.30 to 18.00 to be identified or other action plan not behaving as expected. for resolution.
High System failure, Mon-Fri 30 minutes 1 Business Day for a workaround part system failure, 8.30 to 18.00 to be identified or other action plan no workaround available, for resolution. negative business impact.
Business Major failure. No ability to Until complete 15 minutes 4 hours for a workaround to be Critical operate system in any way. identified or other action plan Major business impact. for resolution.
FSI will use reasonable endeavours (i) to meet any response times and (ii) to identify a resolution for specified faults or problems raised but cannot guarantee that response times or resolution times will be achieved. Priority and target times are:
*Times straddle support hours agreed: e.g. for Support Standard (Business Hours), if notified by telephone of a priority 1 incident at 4:55pm on a Friday, response will be by 8:10am on the following Monday with a target resolution time that Monday of 11:55am to identify a workaround or other resolution.
NOTE: FSI offer support packages outside of the core working hours which can be purchased separately as part of Support Pro.
Target response times
Technology for a smarter world
UK (Head Office): +44 (0) 1708 251980 | [email protected]: (+61) 1300 956 145 | [email protected] Middle East: +971 4 449 5380 | [email protected]: 1-888-838-7780 | [email protected]
www.fsifm.com
